Job Description

Technical Service Delivery Manager (Client & Account Manager)\nAbout Influx\nWere Influx, a remote-first, global delivery company helping technology-driven businesses build flexible, high-performing support teams anywhere in the world. We partner with fast-growing companies to deliver consistent, high-quality customer experience across BPO and technical support environments.\nOur Service Delivery Managers serve as account owners, balancing client expectations, financial performance, and operational scalability while leading distributed teams across multiple regions and time zones.\nThe Role\nWere hiring an experienced Technical Service Delivery Manager (SDM) to own client accounts end-to-end, lead delivery teams in BPO and tech-enabled environments, and be directly accountable for service quality, financial performance, and client retention.\nThis is not a frontline team-lead role.\nThis role requires comfort in making trade-off decisions across cost, quality, speed, and scale, while acting as a trusted partner to client stakeholders.\nWhy This Role?\nOwn high-impact client relationships in a global, remote-first organization\nLead delivery across technical and customer support accounts\nOperate with real accountability for outcomes, not just execution\nGain exposure to executive-level client conversations and strategic decision-making\nGrow into senior leadership within a scaling global delivery organization\nWhat Youll Own\nClient & Account Ownership\nAct as the primary owner and escalation point for assigned client accounts\nLead onboarding of new accounts, defining SLAs, KPIs, staffing models, and success criteria\nRun structured client cadences, including WBRs/MBRs and performance reviews\nAnticipate delivery risks, manage escalations, and proactively drive retention and growth\nMake and defend trade-off decisions related to staffing, cost, quality, and timelines\nBPO Operations & Team Leadership\nLead Team Leaders and managers across BPO and tech support environments\nEnsure SLA achievement across multiple accounts, regions, and time zones\nSet operating rhythms, accountability frameworks, and delivery standards\nDrive coaching, leadership development, and succession planning\nStandardize processes and continuously improve operational performance\nFinancial & Performance Management\nOwn P&L performance for assigned accounts, including revenue and gross margin\nPartner with Finance and Workforce teams to forecast staffing needs and capacity\nModel growth scenarios and assess operational and financial feasibility\nIdentify risks to margin or service levels and take corrective action proactively\nEnsure accurate reporting, forecasting, and invoicing\nWhat You MUST Bring\n3-5+ years experience in BPO or call-center operations, managing client accounts\n2+ years leading Team Leaders or managers, not only frontline agents\nDirect experience owning client-facing delivery decisions, not just execution\nProven exposure to forecasting, staffing planning, or financial trade-offs\nExperience running tech, software, or technology-enabled support accounts\nStrong client-facing communication skills, including executive-level reporting\nAbility to manage multiple accounts and priorities under pressure\nDesirable\nBachelors degree in Business Administration or a related field (or equivalent experience)\nExperience scaling international or multi-region BPO operations\nExposure to SaaS, technical support, or software-driven service environments\nImportant Note\nThis role is not a frontline Team Lead or purely operational coaching position.\nCandidates whose experience is limited to agent-level performance management without ownership of client strategy, forecasting, or financial outcomes may not be a fit at this time.\nAbout Influx\nLearn more at influx.com",